Customer Atitude on Ebanking Cab

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CUSTOMERS ATTITUDE TOWARDS

e-banking

Report On

EXIMBANK Ltd Bang!de"#


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MANARAT INTERNATIONALUNIVERSITY

Course Name : Computer Application in BusinessCourse code : CSE311

(Fall, 2011)Submitted to

Md. Abdullah Al Mahmud

Lecturer of DBA

Submitted b!

Membe"# I$ No Si%&atu"e

MD. MOsHIUR rAHMAN 0923BBA003

2

MD. MO!HIUR Rahma"

#ha"

0923BBA002

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md. mehed% Hassa" !a&%b 0923BBA00'

md. mehed% hassa" 0923BBA000

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md. omor faru# 0923BBA00(

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Submitted o&

December 24, 2011.

)o

Abdulla' Al Ma'mud

Lecturer of DBA

Ma"arat I"ter"at%o"al U"%*ers%t+

$ea" Si",

,e here b+ subm%t our Re-ort o" the to-%c of Customerattitude towards e-banking %" the sub&ect !Com"uter

#""$ication in %usiness. ,e -re-ared th%s re-ort b+ ma#%" a

/IM Ba"# Ltd.1s customer. ,e ould l%#e to %*e s-ec%al tha"#s to

+ou for %*e us th%s o--ortu"%t+ to com-lete the re-ort %" a "%ce

to-%c.

)o subm%ts the Re-ort e ha*e tr%ed our best to ather authe"t%c%"format%o" a"d -ro*%de e4act e4-la"at%o" of all the -o%"ts of the

s-ec%5ed tas#.

!%"cerel+

Md. Mosh%ur Rahma" 0923BBA00326666666666..

Md. Mosh%ur Rahma" 7ha" 0923BBA002$

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Md. Mehed% Hassa" !a&%b 0923BBA00'

6666666666..

Md. Mehed% Hassa" 0923BBA0009

6666666666..Md. Omor 8aru# 0923BBA00((

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Ab"tra$t

In every industry, E-commerce is revolutionizing the way business is conducted. New business

models are replacing outdated ones and organizations are rethinking business process designsand customer relationship management strategies. Banks are no exception to this transormation.

!his study examines bankers" views on providing banking services to customers using the web.

#peciically, it addresses issues such as the strategic need or Internet banking, its eect on

customer-bank relationships, and customers" experiences in Internet banking. $ata collected rom

%& banks show that most banks do not yet oer ull-ledged Internet banking. 'owever, most

have plans to do so. (urthermore, bankers see Internet banking as a strategic opportunity that can

reduce transaction costs, enhance customer service, increase the customer base and improve

cross-selling opportunities. )lso, Internet banking is perceived more avorably by banks that

oer it compared to those that do not.

!imely adoption o e-banking seems crucial or all banks to secure uture business. 'owever,

local banks" corporate governance patterns may retard innovation and, hence, their embracing o

e-banking. *sing data on Italian banks, this paper conirms that the adoption o ebanking was

signiicantly more sluggish at banks with a low turnover o board members + the typical


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situation o local banks endowed with rather static corporate governance structures. 'owever, the

second part o the empirical analysis presented ails to identiy impacts on bank interest rates

stemming rom increased competition rom e-banking. !he results suggest that local banks in

Italy, even though lagging, may still have a window o opportunity to adopt e-banking and,

through it, expand and improve their supply.

KNOWLEGEMENT

At 5rst e ould l%#e to tha"#s the Alm%ht+ Allah %" com-let%"

th%s Ass%"me"t %" a due t%me.

,e also l%#e to tha"#s our s%"cere rat%tude to our su-er*%sed

teacher M" Abdulla'*Al*Ma'mud, 8acult+ Member !chool of Bus%"ess

Ma&a"at I&te"&atio&al U&i+e"#it!(MIU), ho author%ed to -re-are

th%s re-ort a"d ho hel- us %" e*er+ -oss%ble a+s.

8%"all+ e ould l%#e to tha"#s all the stude"t of our 23rdbatch for

co:o-erat%o" for com-ut%" our stud+.


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;o"te"t a%e

Abstract

Ac#"oledeme"t 2

.Introduction%% Introd&$tion

%' State(ent o) t#e *rob!e(

%+ Ob,e$tie" o) re"ear$#

%. Re"ear$# #/pot#e"e"

%0 Reie1 o) re!eant !iterat&re

%2 Li(itation"

3

2. Methodolo+21 O-e"atio&al de.&itio& o/ +a"iable22 T'e ta"%et -o-ulatio&2 Sam-li&% met'odolo%!2 $ata olletio& #t"ate%!23 $ata a&al!#i# -"oedu"e#


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(indings1 A&al!#i# o/ demo%"a-'i data2 F"e4ue&ie# o/ i&di+idual item# F"e4ue&ie# o/ I&te"&et U#e 5!-ot'e#i#*te#t o/ i&di+idual item#

0

'. D%scuss%o"s 3

(. ;o"clus%o"s a"d recomme"dat%o"s '

=. B%bl%ora-h+ (


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boundaries between internal unctions, customers, and supply-chain partners, and virtualizing themarketplace in a way never beore possible 1@ah, 34. $ue to this potential, every irm isscrambling to get on the e-commerce bandwagon. Even in the well-established business obanking, a revolution o sorts has taken the industry on a new dynamic path in the last ew years.!his path has been orged partially due to the growing acceptance o Internet banking. /0 over the next three years,leading to an estimated 57 million individuals banking online by the year 5// 1?rr, 34. !heoverwhelming maority o these online customers are individuals as opposed to businesses.

!his consumer interest has not gone unnoticed by banks and inancial institutions. In 3>, thenumber o *. #. inancial institutions oering Internet services stood at 3,3&/ and this igure isexpected to increase to nearly 3=,/// by 5// 1@ah, 34. )dditionally, the use o electronicchannels by 5// will constitute =&0 o interaction between customers and their inancialinstitutions worldwide. )ccording to 'ickman 134, eighty-ive percent o the largest banks in

the *nited #tates oer Internet banking in its basic orm9 access to accounts, statements,transers, stop payments and clear items. Cany o these banks are beginning to oer DullserviceD Internet banking, including bill payment, online loans, and brokerage services 1Aerew,34.

!he literature suggests that both customers and banks can beneit rom Internet banking 1seeollowing sections4. 'owever, most o the evidence in support o this proposition is eitheranecdotal or in the orm o case studies. !here is a paucity o empirical research dealing with

banks" perceptions o Internet banking, its strategic and operational value, impact on customers,and related technology issues.

%' State(ent o) t#e *rob!e(

@e selected the topics


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?ur research has two types o obectives. !hese are9

34 ;rimary obective.

54 #econdary obective.

*ri(ar/ ob,e$tie3

@e prepare this report to know the customer attitude towards e-banking.

!he goal o this research paper is that to know in what purposes customer use e-banking and

how internet helps them.

Se$ondar/ ob,e$tie3

#econdary obective o our research is that to help customer to acuire more beneit rom e-

banking.

%. Re"ear$# #/pot#e"e"

!here are two types o hypothesis. !hey are9

34 Null hypotheses.

54 )lternative hypothesis.

?ur report is alternative hypothesis because our analysis is negative. ?ur hypothesis is customer

have negative attitude towards e-banking.

%0 Reie1 o) re!eant !iterat&re

e-banking

Electronic banking, also known as electronic unds transer 1E(!4,i s s impl y the us e o elec t ron ic mean s to t ran ser und s di re ct ly rom one account to another, rather than by cheue or cash. Gou can use electronic unds transer to9

'a ve you r pa ych ec k de po sit ed di rec t ly int o you r ba nk or credit union checkingaccount.


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@ithdraw money rom your checking account rom an )! machine wi th ape r s ona l iden t i i ca t ion number 1; I N4 , a t yo ur convenience, day or night.

Instruct your bank or credit union to automatically pay certain monthly bills rom your account,such as your auto loan or your mortgage payment.

' av e t he b an k o r c re di t u ni on t ra ns e r un ds e ac h m on th r o m y o u r c h e c k i n g a c c o u n t t o y o u r m u t u a l u n d a c c o u n t .

'ave your government social security beneits check or your t a x r e u n d d e p o s i t e dd i r e c t l y i n t o y o u r c h e c k i n g a c c o u n t .Buy groceries, gasoline and other purchases at the point-o-sale, using a check card ratherthan cash, credit o r a personal check.* s e a s m a r t c a r d w i t h a p r e p a i d a m o u n t o m o n e y e m b e d d e d i n i t o r u s e i n s t e a d o c a s h a t a p a yp h o n e , expres sway road to ll , or on co ll ege campuses at the libr ar y" s photocopy

machine or bookstores.* s e y o u r c o m p u t e r a n d p e r s o n a l i n a n c e s o t w a r et o coordinate your total personal inancial management process,integrating data andactivities related to your income, spending,saving, investing, recordkeeping, bill-payingand taxes, alongwith basic inancial analysis and decision making.

Adantage"

Electronic banking systems oer a multitude o advantages over traditional, physical banks.!hey provide a convenient, reliable and sae method o online transactions, allowing customersto access their inancial records rom anywhere in the world at any time. Electronic bankingsaves time, costs and allows inormation to be processed uicker than at standard brick-and-mortar banks.

%2 Li(itation"

!o prepare this report we have aced some ;roblems. !he most common o them are 9

34 @hile electronic banking systems ensure the provision o the highest levels o security by

installing high-end irewalls and encryption sotware, breaches do occur.


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54 'ackers and malicious sotware can break into even the toughest o online vaults and steal

personal inormation.

4 #ystem ailures or technical hitches in servers can cause an electronic banking network to go

oline temporarily,

74 @hich can prove a nuisance.

&4 Especially i a bill or payment is to be made or cash transerred urgently.

' Met#odo!og/

'% Operationa! de)inition o) ariab!e

!here are two types o operational variables. !hese are9

3. $ependent variables

5. Independent variables

Dependent ariab!e"

$ependent variables includes is name, gender, Educational status, blood group, e-mail address,

university. Educational level o your mother,educational level o your ather having computer in

your bank, having internet connection in your bank.

Independent ariab!e"

Independent variables includes several survey Huestions these are


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e-banking is internet banking. Gou can access your account over the internet. Gou need to get

hold o your bank, they will give you a special number to call, have all the inormation in ront

o you, cause when you get the 3->// number on the line they will ask a lot o uestions. !hen

you will push numbers on your telephone and must be on internet at same time,cause who ever

you talk to will walk you throught the steps. !hen they give you a secret password and numbers

and all kinds o stu. It takes about an hour, to set this up but once its done you will have your

bank account on your computer and you can pay bills,etc. phone, hydro, gas, internet, cable and

any other bills you may have. I you can"t get to the bank when your bill is due. this is a great

way to pay the bill. )lso you will have ready access to your bank balance and i the bank needs

to get hold o you they send and e-mail into your account on your bank site, not your regular

email account. !hey never ask or more inormation. I that is needed they usually send a letter

and you need to go to the bank. Never give out any inormation on your account to anyone. Gour

bank.doesn"t. @hen you are set up and have looked at your account then you can clear the

inormation you typed in by the instructions your bank gives you. 'ope this helps .

1e-banking is a aster way to reach knowledge,e-banking is a universal digital system provides

easy lie,e-banking is a digital place that creates close relationship among societies,e-banking

provides endless reedom to people,e-banking is vital to enhancing exchanging transaction,e-

banking has a potential to be an eective banking system,e-banking is a way to provide learning

or people in order to search,It is exciting to get inormation about e-banking, It is enoyable to

e-banking,'aving customers in internet is temporary,e-banking causes ar away rom real lie,

inormation in internet prevent to be banking sector, e-banking creates tendency to people

orgetting prepared knowledge, e-banking includes unnecessary, non-useul knowledge, e-

banking causes destroyed customer,e-banking creates addiction,e-banking creates world wide

banking acilities

It also include in which work customer use e-banking most such as-1 Electronic banking systemsoer a multitude o advantages over traditional, physical banks. !hey provide a convenient,reliable and sae method o online transactions, allowing customers to access their inancialrecords rom anywhere in the world at any time. Electronic banking saves time, costs and allowsinormation to be processed uicker than at standard brick-and-mortar banks.4

$ata or this study was collected using a uestionnaire instrument. !o generate an initial list ouestionnaire items designed to capture bankers" perceptions regarding Internet banking, itseects on banks, customer-bank relationships, and technology considerations, the literature wasreviewed extensively. !his study ocuses on the eect o Internet banking on banks alongstrategic and operational dimensions. #trategic issues include such actors as threats posed by e-banks and the need to oer Internet banking: operational issues include providing bettercustomer service, lowering transaction costs, and providing additional inancial services tocustomers. ) set o items was generated to gauge banks" perceptions on the strategic andoperational impact o Internet banking. #imilarly items were crated to assess the aect oInternet banking on banks" customers, bank-customer relationships and technology


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considerations. !his step resulted in the irst version o the uestionnaire which consisted o twoparts9 items designed to capture banks" perspectives on the aorementioned areas, and a sectiondesigned to capture inormation about the size o the bank, assets, type o bank, etc. Each item inthe irst part o the uestionnaire was worded so that it can be measured using a &-point Aikertscale 13 strongly disagree: & strongly agree4.

#teps were taken to reine this version o the uestionnaire. (ive volunteer bank executivesreviewed the uestionnaire or readability, clarity, and completeness. In addition, a acultymember specializing in banking issues examined the uestionnaire. (eedback received romthese experts was taken into account in developing the inal version o the uestionnaire.

$ata or this research was gathered by mailing the uestionnaire to &&/ bricks- and-mortar banksin a large state in the Cidwestern *nited #tates. !he uestionnaire was mailed to the


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54 #econdary $ata9 @e also collect our data with the help o the 2eadymade $ata,

Internet, )rticle, Email )ddress.

2eadymade $ata 9 !he uestioners provided by our course instructor.

Internet 9 @e use many web sites or preparing our report

)rticle 9 @e use some related web sites or preparing our report.

'04 Data ana!/"i" Criteria 3

Cany kinds o tool uses the complete o the report . #ay or example #;## 3% 1 Cean, Cedian, Code4

)nd it is very important o all research and hypothesis.

+ 5inding"

+% Ana!/"i" o) de(ograp#i$ data

@e are indings some analysis o $emographic $ataLs. !he demographic dataLs are

8ender

Educational status o students

Educational status o students (ather

Educational status o students Cother

'aving computer in resident

'aving Internet connection in resident.


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(rom the analysis ollowing outputs are discovered

In our survey we ound that among &/ students-

3. Cale are 3> 1%504 and (emale are %15>04 student.

6ender

(reuency ;ercent Malid ;ercent %5./ %5./ %5./

(emale % 5>./ 5>./ 3//./

!otal 5& 3//./ 3//./

5. #econdary are 13504, 8raduate customer are 33 17704 ;ost graduates are 13504

Ed&$ationa! Stat&"

(reuency ;ercent Malid ;ercent


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&. 3 customer has computer in resident 1%=04

=. 53 customer has internet connection in resident 1>704

+' 5re7&en$ie" o) indiid&a! ite("

@e prepared & uestions regarding the useulness or $isadvantage o e-banking and try to indout the customer intensity about these uestions as they as they agreed or disagreed about theseuestions. !hen we analysis the answer o the customer by using #;## and ind the ollowingsituation-

3.


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)lmost all the uestion in this test is accepted. But except the uestion 1e-banking is

very good way to banking transaction4 it sig 1 5 !)IA4 2)!E I# /./3.

II4 T te"t Ba"ed on Ed&$ationa! Stat&"3

ItLs all uestion is accepted. Because itLs all sig 15 tail4 rate is more the /./&

III4 T te"t Ba"ed on 9ae $o(p&ter in re"ident

ItLs all uestions also accepted.

I


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would lose customers to competitors who oer such services. !his perception is supported by theact that a large percentage o the banks who currently do not oer web-based banking plan to doso in the near uture. )nother beneit o Internet banking was the impression it gave to the publico a cutting-edge bank, thereby enhancing its reputation

!his study also showed that e-banks are not perceived as a threat by many bricks-and-mortarbanks. In act, most e-banks are attempting to orm alliances and partnerships with banks,

inancial institutions, and other businesses with physical presence in order to provide services

that cannot be delivered on the web alone 1e.g., cash withdrawls, eective customer service4

1Business @eek, 5///4. (or example, National Interbank is planning on partnering with Cail

Boxes etc. to allow its customers to drop o deposits at any o the ,7// Cail Boxes etc.

locations 1Beckett, 5///4. 8iven this trend, banks that do not oer Internet banking should

uickly move

0 Con$!&"ion" and re$o((endation"

!his report is very much helpul to us to get knowledge in the act that what thinking isarises towards the mind o customer regarding use o e-banking. )lthough we ust studied our

uestionnaires to among 5& customer but their answers give us the clear idea those whole

customer generations. @e unded that present generation customer are very much aware about

using e-banking and its importance. But it is also recommended that i the e-banking become

more easily getable and che in use then more customer will adopt it within a short time.


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2Bib!iograp#/

% 111C!a"",&(p$o(

' 111e=i(bankbd$o(

+ 1116oog!e$o(
http://www.google.com/http://www.google.com/


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Documents

Customer Atitude on Ebanking Cab